That translates to tens of thousands fewer in-person interactions, keeping customers safe at home. The bank saw a big shift to digital channels during the pandemic, with the digital self-service rate rising from 84% to 93%. “We’ve processed a massive number of Bounce Back loan applications, all submitted through the forms we manage using Adobe.”
Tsb online banking business full#
“Many small businesses flocked to TSB Bank because we were one of the first to offer the full suite of application forms for coronavirus-related loan programs and payment holidays,” says Mike. Using Adobe, TSB Bank had the forms live in 36 hours. The UK Government introduced these programmes to alleviate the economic impact of the pandemic on SMBs - and banks had just seven days to start accepting loan requests. TSB Bank was exceptionally fast to provide business customers with access to the Coronavirus Business Interruption and Bounce Back loan scheme applications. “These solutions have been used over 250,000 times since their introduction, allowing customers to apply for much needed help quickly." “We’ve been able to introduce several self-service solutions, whether for applying for new products, changing personal details, or applying for government loan programs,” says Suresh. In the months following the initial lockdown, TSB Bank launched 21 self-service forms on its website and started using Adobe Acrobat Sign to enable e-signatures on forms for address changes, bereavement, overdraft inquiries, and more. There are several ‘digital accelerators’ that helped us build our digital capabilities, and Adobe is one of them.”ĭirector of Analysis and Design, TSB Bank TSB Bank switches rapidly to digital “ This year has been about laying the foundation. “When the pandemic hit, we had all the right partnerships lined up on a variety of fronts, and Adobe was front and center.” “Whether by luck or great insight, our plans fit perfectly into supporting customers during the COVID-19 crisis,” says Mike. Fortunately, the Adobe POC gave TSB Bank the tools and processes it needed to ramp up and adapt to a dramatically different world. “We hadn’t even yet gone live with the first form, and suddenly we needed to get the next 15 out as quickly as possible,” Mike says. All at once, Mike and his team had to accelerate their digital transformation efforts. That created a huge influx of demand for online banking services. Like many other countries around the world, the UK implemented strict lockdown measures, and some branches had to close temporarily. After carefully testing and vetting the form with internal stakeholders, the bank was ready to go live. In early 2020, TSB Bank had just completed a successful proof of concept (POC), using Adobe Acrobat Sign and Adobe XD to create a self-service form allowing customers to close a bank account. Just how much faster would soon become clear. As customers looked for more self-service options online, Mike and his team knew the slow process was no longer viable.
Tsb online banking business update#
But because TSB Bank relied on an external agency to update them, making changes was slow. Some of the forms supporting these activities were already on the bank’s website. And doing it all with the choice of their preferred channel - digital or in a branch.
That means making daily interactions as smooth as possible and streamlining the sometimes mundane, yet critically important, processes customers rely on to manage their money. “When it comes to their financial health, customers want journeys that are simple and flawless.” “Banks sometimes assume customers want bells and whistles, but they don’t,” he says.
“For me, this includes a focus on being ‘digital inside and out.’”ĭelivering the experiences customers demandĪs TSB Bank launches products and services across digital channels, Mike’s job is to make sure digital experiences are easy, intuitive, and centred on customers. “Our purpose is to provide money confidence for everyone, every day,” says Suresh Viswanathan, Chief Operating Officer (COO) at TSB Bank. It expects 75% of its customers to use online banking over the next few years, and it knows going digital is the key to staying competitive. It has more than 5 million customers across the UK, from consumers to small and medium-sized businesses (SMBs). The goal? TSB Bank wants to serve customers better. His team - a group of “empowered, curious fixers,” as he calls them - has made enormous strides in creating seamless customer journeys online. As the director of analysis and design at London-based TSB Bank, Mike is helping to drive the bank’s three-year digital strategy, including a £120 million investment in digital channels and self-service options. Lately, Mike has had a lot to feel good about. “When those two things come together, you can really have positive impacts on customers.
Mike Gamble is passionate about building great customer experiences and working with people who enjoy what they do.
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